Refund policy

Refunds & Returns Policy

Returns

Our policy lasts 14 days from the date of purchase.
If 14 days have passed since your purchase, we are unable to offer a refund or exchange.

To be eligible for a return:

  • Items must be unused, unopened, and in the same condition as received

  • Items must be returned in their original packaging

  • You must provide proof of purchase, such as your order number or receipt

Returns that do not meet these conditions will not be accepted.

Non-Refundable Items

The following items are non-refundable:

  • Digital products (including downloads, PDFs, online content, or digital files)

  • Sale or discounted items

  • Membership fees (see Membership Terms below)

Refunds (if applicable)

Once your return has been received and inspected, we will email you to confirm:

  • Receipt of the returned item

  • Approval or rejection of your refund

If approved, your refund will be processed to the original method of payment.
Please allow several working days for the refund to appear, depending on your payment provider.

Late or Missing Refunds

If you have not received your refund:

  1. Check your bank account again

  2. Contact your credit card provider (posting times may vary)

  3. Contact your bank, as processing times can differ

If you have completed all of the above and still have not received your refund, please contact us at:
📧 thatcraftplaceltd@gmail.com

Exchanges

We only replace items if they are defective or damaged.

If you need to exchange an item for the same product, please email us at:
📧 thatcraftplaceltd@gmail.com

Once approved, send the item to:
📦 2 Grand Parade, Polegate, BN26 5HG, United Kingdom

Gifts

  • If an item was marked as a gift and shipped directly to you, you will receive a gift credit once the return is approved

  • If the item was not marked as a gift, the refund will be issued to the original purchaser

Return Shipping

  • Customers are responsible for return shipping costs

  • Shipping costs are non-refundable

  • If a refund is issued, the cost of return postage will be deducted from your refund

For items valued over £75, we strongly recommend using a trackable shipping service or purchasing shipping insurance.
We cannot guarantee receipt of returned items without tracking.

Digital Products

All digital products are non-refundable once purchased.
This includes (but is not limited to) downloadable files, PDFs, online resources, and digital content.

Lisa Horton Crafts Club – Membership Terms

Membership Fee

The Lisa Horton Crafts Club is available for an annual fee of £30.

Auto-Renewal

By joining the Lisa Horton Crafts Club, you agree that:

  • Your membership will automatically renew annually

  • The renewal fee will be charged to your original payment method

  • It is the member’s responsibility to cancel their membership before the renewal date if they do not wish to continue

Cancellations & Refunds

  • Memberships can be cancelled at any time before renewal

  • Membership fees are non-refundable, in part or in full

  • No refunds will be issued for unused time or benefits

Discounts & Benefits

Membership discounts (Bronze, Silver, or Gold) apply only while your membership is active and cannot be transferred or exchanged for cash.